Resolved after 1 hour 12 minutes, affecting Email Engine, on November 14, 2025.
BMC has confirmed they have resolved the issue. It was diagnosed as a database issue in the non-production environment. Services should be fully restored at this time. If you are experiencing any issues you believe to related to this issue, please submit a ticket and the team will investigate and follow up.
Affected components
Update timeline
- investigating Nov 14, 2025, 07:03 PM UTC
BMC has identified there is a potential impact identified to the Email Service in the Production environment. This is resulting in at least a portion of emails submitted to Helix that are not generating or updating tickets. BMC Support is engaged and working on identifying a resolution. An update will be published within an hour or as soon as available.
- investigating Nov 14, 2025, 08:06 PM UTC
BMC support is continuing to investigate the cause and working towards a resolution of this email service issue. Again, this service disruption is impacting the processing of emails by the platform. Additional updates will be sent within the next hour or as soon as they are available.
- resolved Nov 14, 2025, 08:15 PM UTC
BMC has confirmed they have resolved the issue. It was diagnosed as a database issue in the non-production environment. Services should be fully restored at this time. If you are experiencing any issues you believe to related to this issue, please submit a ticket and the team will investigate and follow up.
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